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Abstract(s)
O presente trabalho foi realizado no âmbito de um projeto numa Empresa de Alojamento Local, pertencente a um Grupo de Empresas, onde foi identificado um problema de gestão de processos e atividades desempenhadas em áreas de apoio ao negócio, como o caso da área de TI e a área de Gestão de Ativos.
Dada a dificuldade em gerir todo o trabalho diariamente executado pelas áreas de apoio ao negócio indicadas, e tendo em conta que estas prestam o serviço de suporte ao utilizador, na sua área de atuação, a empresa chegou à conclusão que seria necessário adotar uma solução de Service Desk que permitisse ter o controlo de todo o trabalho realizado.
O presente relatório apresenta a procura de uma plataforma de Service Desk, considerando os atuais problemas da empresa, tendo como objetivo melhorar as condições de trabalho de todos os seus colaboradores com a adoção de uma nova ferramenta, melhorar o processo de suporte ao utilizador, melhorar a satisfação dos seus colaboradores, e permitir que a gestão de topo consiga controlar toda a carga de trabalho que diariamente está entregue às suas equipas.
A análise de todas as plataformas possíveis de serem adotadas foi feita através de um conjunto de requisitos definidos por via da metodologia utilizada, o ITIL v4, e também entrevistas a alguns dos responsáveis da empresa, análise documental e ainda sessões de trabalho realizadas com a Equipa responsável pelo Projeto.
Após a escolha e implementação da plataforma são apresentados os resultados obtidos com a utilização da mesma, onde é feita a sua avaliação por via de um conjunto de critérios de avaliação, que foram definidos considerando os problemas identificados ao longo do trabalho.
This work was carried out as part of a project in a Local Hosting Company, belonging to a Group of Companies, where a problem in the management of processes and activities performed in business support areas was identified, such as the case of the IT and the Asset Management area. Given the difficulty in managing all the daily work performed by the indicated business support areas and considering that they provide the user support service in their area of operation, the company concluded that it would be necessary to adopt a Service Desk as a solution that allowed to have control of all the work performed. The present work outlines the search for a Service Desk platform, considering the current problems of the company, aiming to improve the working conditions of all its employees with the adoption of a new tool, the support process for the user, the satisfaction of its employees, and allowing top management to control the entire workload that is delivered to their teams daily. The analysis of all possible platforms to be adopted was carried out through a set of requirements defined through the methodology used, ITIL v4, and interviews with some of the company's managers, document analysis and work sessions carried out with the team responsible for the Project. After choosing and implementing the platform, the results obtained considering the use of the platform are presented, where the platform is evaluated using a set of evaluation criteria, which were defined having in mind the problems identified throughout the work.
This work was carried out as part of a project in a Local Hosting Company, belonging to a Group of Companies, where a problem in the management of processes and activities performed in business support areas was identified, such as the case of the IT and the Asset Management area. Given the difficulty in managing all the daily work performed by the indicated business support areas and considering that they provide the user support service in their area of operation, the company concluded that it would be necessary to adopt a Service Desk as a solution that allowed to have control of all the work performed. The present work outlines the search for a Service Desk platform, considering the current problems of the company, aiming to improve the working conditions of all its employees with the adoption of a new tool, the support process for the user, the satisfaction of its employees, and allowing top management to control the entire workload that is delivered to their teams daily. The analysis of all possible platforms to be adopted was carried out through a set of requirements defined through the methodology used, ITIL v4, and interviews with some of the company's managers, document analysis and work sessions carried out with the team responsible for the Project. After choosing and implementing the platform, the results obtained considering the use of the platform are presented, where the platform is evaluated using a set of evaluation criteria, which were defined having in mind the problems identified throughout the work.
Description
Keywords
Alojamento local Service desk ITIL ITIL v4 Ciclo PDCA Centro de serviços partilhados Local accommodation Shared services center PDCA cycle